OR · Remote
$37K - $50K/yr
These requests come via an internal phone system, ticketing system or shared email inbox. Performs ... Perform quality checks on time logged, notes provided, overall ticket management by both yourself ...
OR · Remote
$37K - $50K/yr
These requests come via an internal phone system, ticketing system or shared email inbox. Performs ... Perform quality checks on time logged, notes provided, overall ticket management by both yourself ...
| Aspect | Inbox Manager | Customer Service Representative |
|---|---|---|
| Primary Role | Oversees email and message management, ensuring timely responses and organization | Handles customer inquiries, provides support, and resolves issues via various communication channels |
| Required Skills | Email management, organization, communication, multitasking | Communication, problem-solving, customer service skills |
| Work Environment | Office or remote, focused on digital communication | Office or call center, direct customer interaction |
| Common Industry Usage | Business, e-commerce, tech companies | Retail, service industries, tech support |
While both roles involve communication management, the Inbox Manager primarily focuses on organizing and managing email and message flow within an organization, whereas the Customer Service Representative directly interacts with customers to resolve issues and provide support. Understanding these differences helps in choosing the right career path or job search focus.
$37K - $50K/yr
Other
Medical, Life
Posted 9 days ago
8.6
Based on 100 frontline employees who took The Breakroom Quiz
4th of 76 rated telecommunications companies
Lumen is the trusted network for the AIpowered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, highperformance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.
At Lumen, you'll work on infrastructure customers rely on today and build for what's next, where performance, security, and resilience matter.
This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you're ready to take ownership, deliver meaningful impact, and help shape the future of AIready connectivity, join us today.
Responsible for addressing incoming Customer issues as a member of the Field Tech Services Support Team. These requests come via an internal phone system, ticketing system or shared email inbox. Performs tasks associated with understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers. Daily operations consist of answering customer calls, facilitating dispatches for customer troubles, opening tickets, answering emails, closing tickets, and relaying information to the Enterprise Field Operations teams.
Work from home position
10-hour days, 4 days a week
Monday through Friday
On-Call Rotation during weekends
This is a Work from Home position with in the U.S.
Degree in Technology, telecommunications, related field, or relative degree desired. Technical degree highly desired. Equivalent experience can be considered.
Possessing strong customer service skills, a desire to assist people, and the ability to handle difficult situations with diplomacy and professionalism. Follow up and follow through with customer issues through the use of internal systems that track, isolate, and resolve customer issues within established time frames
Experience supporting Telecom Operations desired, but not required
Experience in dealing with field technicians, LEC (Local Exchange Carriers), and other Carriers desired, but not required
Experience with Ticket Management System, Microsoft Office (Word, Excel & Outlook), Ops Console. Must be detail-oriented, able to understand technical directions, have excellent organizational skills, ability to make quick decisions, multitask, and can work in a team and Call Center environment. Perform quality checks on time logged, notes provided, overall ticket management by both yourself, and additional resources supporting the work to drive increased revenue and reduction in credits.
Must be willing to work on-call via cell phone, including weekends or holidays to support the operations staff. Flexibility to work various shifts on-call or in a 24x7x365 environment as needed by the business.
Consistently act in a manner that demonstrates concern for quality service and customer satisfaction
Demonstrated knowledge of three major technical disciplines: Transmission (DS1/DS3/SONET), Switching (circuit switching/SS7), and TCP/IP (routers/higher-layer protocols); application of knowledge to facilitate effective interactions between customers and Field technicians to ensure customers' needs are met
High School Diploma/GED or 1 year of relevant job experience. Relevant job experience is described as:
Job experience in a similar industry
Job experience with similar essential duties
Customer Service Experience
Ability to prioritize different avenues of work and multi-task
Learn more about Lumen's:
#LI-Remote
Requisition #: 341806
Life at Lumen
Life at Lumen is human and connected, even in a fast moving, AIfocused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.
Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.
To learn more about Life at Lumen and how we live the Lumen 8, please visit:
https://jobs.lumen.com/global/en/life-at-lumen
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Privacy Notice
Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.
To review Lumen's Privacy Notice, please visit:
https://jobs.lumen.com/global/en/privacy-notice
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Get the full story on Breakroom
Sourced by ZipRecruiter
Lumen Technologies, headquartered in Monroe, LA, US, is a leader in the telecommunications industry. The company provides an array of solutions ranging from voice, broadband, and video services for consumers, businesses, and governmental agencies. Additionally, they offer data management, cloud, network, and IT services for enterprise customers. Lumen Technologies was founded in 1930, originally as the Louisiana Long Distance Independent Telephone Company. The company’s mission is to further human progress through technology, promoting a robust digital ecosystem, which is reflective of their core values of trust, respect, and innovative problem-solving that aims to have a significant impact on their clients' businesses.
Media and telecom
10,000+ Employees
Monroe, LA, US
1968
